Safaricom has clarified its M-Pesa reversal policy after a Nairobi-based motorcycle taxi operator, Moses, raised concerns on social media. Moses claimed that a client reversed a payment for a night ride, leaving him out of pocket. The incident sparked debate about the security of mobile money transactions.
In a statement, Safaricom confirmed that before processing any reversal, it attempts to contact the fund recipient to verify the transaction. However, the company noted that in certain cases, such as when the reversal request is deemed valid or when the recipient cannot be reached, the reversal may proceed without explicit consent.
This policy aims to balance consumer protection with the need to prevent fraud. Safaricom encourages users to verify their transactions and to report any unauthorized reversals through official channels. The company also advises service providers to use the 'Lipa na M-Pesa' business accounts, which offer more protection against such disputes.
As mobile money usage grows in Kenya, Safaricom reiterates its commitment to ensuring the safety and reliability of its platform. The company is also working on improving its dispute resolution mechanisms to address such issues more efficiently.
